QUESTIONS REGARDING YOUR ORDER
For questions about your order, you are very welcome to send an email to firstname.lastname@example.org and we will answer you as soon as possible. During sales and promotion periods, the handling time may take a little longer, but we always do our best to help you as soon as possible.
WHOLESALE & BUSINESS RELATED INQUIRIES
If you are a retailer or wholesaler and interested in selling any of our products or for other business related questions please contact email@example.com .
GENERAL AND ABOUT MOUNTAIN WORKS
You can unsubscribe from receiving direct marketing communications at any time by using the unsubscribe function at the bottom of each newsletter or by replying STOP to SMS or by contacting us via firstname.lastname@example.org to stop marketing to you as a customer.
The measurement chart of the product you are interested in is found on the product page in the web store. You can also find our size guides here.
All jackets in men's and women's models are normal in size and you can choose your usual size, depending on how you want it to fit. To read more about the fit of a particular style, we recommend that you check out the information on the product page for a specific product. All product pages include dimensions of the model and the size of the models on the product images. See our size guide and measure your body size to see what size your measurements recommend you buy.
The sizes are a bit larger in our unisex models, but you can usually choose your regular size (unless you want a slightly tighter fit). Check out our size guide and measure your body to find your size, there is also a table for which size to buy in the unisex jackets. To read more about fit on a specific jacket, go to the product page and read more about the fit. You can also see the model's dimensions and the size of the models on each product page.
Wash according to care instructions on care label.
Don’t mix clothes with different care instructions and keep dark, coloured and white garments separate when washing.
Wash at the temperature indicated on the care label or lower, as it’s the highest temperature permitted. If you are unsure always wash at a lower temperature.
Do not use too much detergent and don’t use detergents that contain bleach.
Garments with zippers, metal buttons or trims should not be left to soak.
Unless it’s indicated on the care label do not tumble dry garments.
When you take care of your Mountain Works down garment in the right way, the garment lasts longer. If you follow the correct steps below, you can ensure that your garment will continue to perform at its best, and ensure that you are warm, comfortable and dry.
1. CLOSE ALL ZIPPERS BEFORE WASHING
2. DO NOT USE FABRIC SOFTENER
Fabric softener contains chemicals that damage the waterproof membrane in the fabrics and drastically reduces the water resistance in the shell fabric.
3. WASH WITH GENTLE WASH IN 40 DEGREES CELSIUS
4. TURN THE JACKET INSIDE OUT BEFORE DRYING
This is important to get the down in the jacket completely dry. The shell fabrics in the jacket is often waterproof or water-repellent, which prevents the down from becoming dry if the jacket is not turned inside out.
5. PLACE IN THE DRYER WITH 3-4 TENNIS BALLS
The tennis balls helps the warm air to flow into the down ensuring that the down becomes dry and fluffy.
6. DRY AT MEDIUM HEAT UNTIL THE GARMENT IS COMPLETELY DRY
You can find a list of our retailers below:
JOEL & JOLINA Lilla Brogatan 23, 503 35 Borås
INDIVID NORDBY Nordby Köpcenter 1611, 452 92 Strömstad
UTOMHUS STENINGE Steninge Slottsväg 141, 195 91 Märsta
All prices are in local currency and include local VAT. We offer different payment options via Shopify Payments that can vary from country to country.
SHIPPING AND TRACKING
We have 39 SEK shipping fee on all orders. If you buy in another currency, the amount is calculated in your local currency. At checkout you can see all costs including the shipping fee.
Via Postnord: If you discover that the item you receive is damaged in transport, or if you discover that an item is missing due to packaging damaged in transport, you must make a complaint within 24 hours of receiving the package if it is a visible damage. It is therefore important that you check your shipment when receiving it so that it is not damaged in transport. Please make a complaint no later than 24 hours after receiving the package directly via Postnord's website https://portal.postnord.com/claimspublic/. Then contact our customer service at email@example.com and enter your case number that you received via Postnord's website to us, and we will take your case further with Postnord. Please keep postal and product packaging in the event of transport damage.
Via Bring (Norway only): If you discover that the item you receive is damaged during transport, you must make a complaint as soon as possible. It is important that you check your shipment when receiving it to detect any transport damage. You must report any transport damage directly to the delivery point or to the post driver, so that they can register that the package has been damaged during transport. Then contact our customer service at firstname.lastname@example.org and tell us what has happened, which products are missing or damaged and take pictures and we will take it further with Bring. Please keep postal and product packaging in the event of transport damage.
RETURNS AND EXCHANGES
The short version of our return policy:
You can return the product within 30 days of delivery.
The product must be in new condition with the tags attached.
Want to change to another size? Return the product for a refund and order a new one.
Did you get the wrong item or is it damaged? Contact us and we'll sort it out.
If you’re not completely satisfied with your purchase – return the products within 30 days.
A delivery note with return information and a return shipping label are included in the package together with your products. Fill out your details and put it in the package together with the item you are going to return and place the return shipping label on the package. Please use the same bag in which you received the products, as it can be resealed and thus minimize the environmental impact. If you live in Norway, please see answer further below.
Note: For returns please keep in mind that you can only drop off your return at a checkpoint that provides Postnord. Please always ask for a receipt of proof after dropping off your return at a checkpoint.
Returned items must be in new condition with original packaging and tags. Please avoid wearing perfume or deodorant that could leave marks or scent on the product while trying it on. We won’t be able to accept the return where these instructions have not been followed.
The refund will be made to the same payment method you used for the original order. It generally takes between 2-5 working days until the money is refunded. If you have chosen to pay by invoice, we recommend that you pay the invoice or contact Klarna to extend the payment time, to avoid the risk of unnecessary reminder fees.
Sometimes a return can be registered in different batches and it then takes up to 48 hours before your return is fully completed. In this case, you may receive two or more return confirmations.